Audit From An Operational Perspective

Audit From An Operational Perspective

Throughout my career there has always been a KPI relating to audit and compliance. I understand the importance of it, but as an operator there were times when procedure and paperwork demonstrating compliance almost outweighed the importance of delivering good customer...
What Does ‘Piper’ Mean To You?

What Does ‘Piper’ Mean To You?

Sometimes when you learn something new it can be quite scary. When you think you know what you are doing, it can still take a couple of attempts to get it right. Then the unexpected may catch you out! What is important though, is that you don’t give up. Use all...
What Is Your ‘One Thing’?

What Is Your ‘One Thing’?

I’m not usually the kind of person to shout about a book I am reading, however on this occasion I am going to. It’s called ‘The One Thing: The Surprisingly Simple Truth Behind Extraordinary Results’. It is an easy to read bestseller which gives you a new...
I Just Experienced A ‘Wow’

I Just Experienced A ‘Wow’

Well would you believe it! I might like to write and talk about a ‘Customer First’ approach but yesterday I am happy to say I experienced it…… As like any other Virgin Atlantic air travel experience, the customer journey is slick and straight forward. But this...
A New Year Means Learning New Skills

A New Year Means Learning New Skills

So I am lucky enough to be starting 2017 with a holiday! I love being able to go away at the start of each year. It gives me the opportunity to recharge the batteries, reflect over the last 12 months and consider what I need to improve and focus on. This year, I...
A Year Of “Wow” and “How”

A Year Of “Wow” and “How”

This year has flown by. It started with a ‘wow’ followed by a ‘how’…….but after a year of working very long days to develop her concept, I am delighted to share with you that Sarah Stone will be launching her new business in January 2017. ‘The Online...